Help desk Agent

Experis

Place of workBrno - City

Contract typefull-time

Information about the position

Job description, responsibilities and duties

- Maintains direct contact with the client or ticket owner, is available for receiving calls/ e-mails/ tickets/requests/ incidents and to answer them as soon as possible
- Records the incoming client requests - orders or incidents - , creates tickets
- Questions the client thoroughly in the interest of fault diagnosis
- Monitors the systems and creates a ticket when a defect is detected
- Processes the incoming tickets (e.g. from the helpdesk)
- Identifies, diagnoses and categorizes the incident/ call/ ticket and determines priorities
- Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base. In case of working in the telecom systems field, solves simple problems concerning networks and network components
- Changes user settings from distance if needed
- Forwards more complex problems to next level of support
- Updates client information and the ticket management system throughout the whole process, and logs information
- Tracks tickets and informs the client about its status
- Observes the expected service levels as stated in the contract
- Closes the ticket
- Reports to the requester of report at the requested frequency

Employee perks, benefits

- Medical care
- 5 weeks of holiday
- Lunch vouchers
- Shift uplifts

Company on whose behalf the position is being filled

Information technology, computer programming, web portals

Currently, I am looking for someone, who will provide 1st level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination

Language skills

English - Intermediate (B1)

Personality requirements and skills

- Day & night shifts – Monday to Sunday
- ENGLISH ONLY SUPPORT - MUST SPEAK FLUENT ENGLISH
- EU citizens

Advertiser

Brief description of the company

Experis is dedicated to connecting talented individuals with businesses and opportunities across a number of professional sectors, including IT, Finance, Engineering and Healthcare. We will work with over 80 percent of the Fortune Global 500 providing you access to a huge network of opportunities. Our consultants have deep industry knowledge and understand the challenges you’re facing. We’ll connect you to the roles that can help you accelerate your career.